Job Description
Job Title: Sr. Technical Support Engineer
Experience: 1 to 8 Yrs
Job Location: Bangalore
Openings : 20 Nos.
Note:
This position requires the candidate to be
flexible to work in 24x7 shifts (including Night shifts & Weekend shifts)
This position involves speaking to International
customers on the phone (Incoming call & Outbound call) in order to
understand the Technical issue and provide resolution
This position involves working with Enterprise
customers & IT specialists from SMB organizations.
Job Requirements:
1. Should have Hands on Experience on any one of
the below
2. In-depth knowledge of Windows 2003, 2008 / R2,
2012 / R2, 2013 with extensive hands-on experience.
3. In-depth knowledge of Active Directory, domains
and domain trusts as well as Windows Registry, Windows Client Operating System,
user profiles and security and server-based software.
4. Ability to resolve problems systematically,
efficiently and effectively.
5. Depth of troubleshooting, analysis and problem
solving skills are required.
Conduct research to find answers to questions and
solutions to problems from various resources.
Job Responsibilities:
Responsible for answering and placing technical
support communications for Backup Exec customers
The primary responsibility is to successfully
troubleshoot and resolve highly complex technical issues on heterogeneous
environments that are utilized on highly complex, mission critical systems.
This requires consistent follow up with customers until issues are resolved or
proper advancement procedures are followed for known issues.
Provide end-to-end complex technical support
primarily via telephone, this also includes email and/or chat.
Technicians are expected to reproduce and verify
customer issues by re-creating scenarios in a lab environment and prioritize
open issues.
Advocate customer requests and participate in
conference call escalations when required.
Demonstrate strong customer service and
cross-cultural skills when engaging customers.
Communication Skills
Demonstrate excellent written and verbal
communications skills
Utilizing soft skills to de-escalate a case and or
prevent and escalation.
Capable of engaging in verbal discussion;
understanding appropriate use of cross-cultural vernacular.
Establish technical credibility with a wide range
of customer contacts; ability to read the customer and modify behavior/approach
to fit the situation.
Capable of conveying thoughts and technical
solution inputs in a clear and concise manner.
Soft Skills
Professional and courteous.
Capable of self and time management.
Capable of working within a team environment
Qualification
Bachelors Degree/Diploma with previous experience
required supporting large enterprise customers.
Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer
Service, Operations
Role Category: Associate/Senior Associate
-(Technical)
Role: Associate/Senior Associate -(Technical)
Desired Profile
This position requires the candidate to be
flexible to work in 24x7 shifts (including Night shifts & Weekend shifts)
This position involves speaking to International
customers on the phone (Incoming call & Outbound call) in order to
understand the Technical issue and provide resolution
This position involves working with Enterprise
customers & IT specialists from SMB organizations
Education:UG -Any Graduate - Any Specialization
PG - Post Graduation Not Required
Doctorate - Doctorate Not Required
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